This post is part of a series sponsored by Ezlynx.
Time is the most valuable asset in any service business – as an independent agent, you are very aware that your time is usually short-lived. MyinsuranceGuy, a family agency based in Sycamore, Illinois, prides itself on providing high-quality personalized services. But, like many growing agencies, they burn valuable time on manual, routine tasks – focusing on the attention customers deserve.
Using the Ezlynx management system, MyInsuranceGuy restores valuable time on weekdays by automating critical organizational workflows and empowering customers with self-service tools. This provides agency owners Trenton and Michael Devito with more time to focus on high-value customer service tasks while discovering new sales and growth opportunities.
Recycling time via automatic renewal
Keeping up with renewal dates without automation systems can quickly become overwhelming. With dozens or even hundreds of customers to manage, manually tracking deadlines is not only time consuming, but also incredibly challenging. A missed date or neglected renewal can lead to lost business and frustrated clients.
Michael Devito, who shared how Ezlynx’s auto-renewal feature helped his agency, explained: “It requires service work – handling renewals, reviewing rate changes and automating it. We’re about a third of the time of day and just being able to work through other advanced customer service issues.”
Instead of taking a reactive approach to renewals, MyinsuranceGuy now responds immediately when the carrier issues a renewal offer, without waiting for the set calendar date. This transformation allows the team to be proactive with customers to ensure that updates do not slip through the cracks. By maintaining the curve’s lead, MyinsuranceGuy can start strategic customer conversations around improvements in coverage, identify potential gaps, and provide a more negotiated service experience overall.
Redefine service roles to improve customer impact
Ezlynx not only changed the way MyinsuranceGuy handles renewals, but also reshapes the team role and how agencies work.
“In fact, we are now hiring customer service representatives. Used for job descriptions that involve a lot of data input and behind-the-scenes processing. Ironically, there is not much customer interaction,” said Michael Devito. “Now, with Ezlynx’s workflow and automation, we can shift the focus of service representatives to more customer responsibilities.”
By lifting employees out of administrative tasks, MyInsuranceGuy can bring customer service reps back to the time they do what they do best – truly focusing on supporting customers.
“This allows our team to deliver a boutique experience,” Michael Devito added. “That’s what really sets us apart from the big guys.”
Self-service driving efficiency and satisfaction
It’s no secret that today’s customers expect a seamless digital experience, and insurance is no exception. Clients do not want to wait for face-to-face meetings or rely on phone calls and emails; they want instant access to their insurance information. Recognizing this shift, MyinsuranceGuy sees tools that need to provide real-time document access and on-demand support. This is where the Ezlynx customer self-service capabilities have a significant impact.
“Probably half of the calls we received were service calls, and half of them were looking for insurance certificates, whether it was an ID card or a question like ‘What is my coverage?’ “Who am I called?” ” “Where do I pay my bill? “Customer Center does all this,” said Trenton Devito. “This information is provided to us easily and conveniently for our customers, and it is an instant victory for us.”
Since customers have access to their insurance information 24/7, Devito noticed a shift in behavior, so Clients are taking ownership of their policies and asking questions. This increased engagement naturally opens the door to more sales and cross-selling opportunities.
“Customers might ask, ‘What’s the difference between renewing a contract?’ This leads us to say, “Maybe it’s time to consider an umbrella policy” or “Let’s talk about your deductions.” ” Without self-service tools, these opportunities may never appear. ”
The most important thing is: smarter operations and stronger relationships
MyInsuranceGuy’s success shows when the technology will run correctly. By automating manual tasks, enhancing self-service and streamlining workflows, they create more time for what matters most – building deeper, more meaningful relationships with customers while growing your business.
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